RPA is to automate service processes where repetitive high-volume tasks have been identified, in order to free staff and with this allocate resources to perform tasks that add value to the business and also improve the customer experience in providing services. As an example, the INS services promoted a project to improve the process called "Information Campaigns" where the service provided calls customers to inform them about the expiration of their insurance policy, this being the service contracted by the client. With the pandemic, it was requested that the information of the insured client be updated in the CRM system, this implied that the cycle time of the call increased to 3.2 minutes on average, and sometimes the time was increased since the system generated problems of connection and being a repetitive task generated a negative impact on the process.

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